extended service warranty incompetence

On May 25th 2011 my mother purchased a second hand whirlpool dishwasher from a consignment store in like-new condition. After installing it I got the idea to get an extended service warranty by calling the phone number on the inside lip of the dishwasher door. We gave them the serial number and model number after which they determined the machine was still new enough to be covered. My mother paid for one year of coverage ($69.95) with her credit card over the phone. We waited for the documentation of coverage to arrive but it never did. We called Whirlpool back and they said they'd never received the payment but that my mother had an account with all her contact info.(Why would she have an account if she never bought anything from them..?) Whirlpool advised her to find the proof of payment in her bank statement which she did and faxed it to Whirlpool that said the fax got sent to the wrong department (???) So another fax was sent. Finally the Whirlpool billing department confirmed they did in fact receive the payment and said they needed to do "research" to determine whether or not they would honor the contract. Finally Janet, the Whirlpool sales manager, said they would honor it but that we would only have 7 months, instead of the year we paid for, of coverage because "the warranty begins when the units manufacturer warranty expires which was in July. Five months ago..". I told her we were not interested in the warranty and wanted a full refund. And we have yet to get that back because Janet keeps losing my mothers last four credit card digits claiming we never gave it to her. This is either a scam or the most inefficiently run department the world has ever known.